Job Overview:
Our customer service/dispatch team is essential to keeping the company operating and ensuring homeowners have a great experience with us. Customer Service Specialists act as a liaison, provide product/services information, answer questions, schedule service appointments, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. A Dispatcher plays a critical role at M&M Garage Doors by working with service techs to ensure all homeowners are helped. This position uses critical thinking, with detail and precision, to build efficient routes for the techs in the field. The best dispatchers are also great at building relationships with the techs to make communications smooth.
It's a big job, and we value feedback from our customer service/dispatch team to make sure the company is operating efficiently and that homeowners are happy with our work.
Here are a few benefits of choosing to work for M&M Garage Doors:
- Salaried Position
- Paid training
- Tech tools to help you do your job efficiently
- Health insurance
- Dental Insurance
- 401K (with company matching)
To be successful in this role, you will need to be organized, efficient, persuasive and have practical problem-solving skills. You will be interacting with our customers daily and having patient and respectful behavior is a must as you are representing our Garage Door company.
Responsibilities: (This list may not include all the duties assigned)
- Go the extra mile to help homeowners and potential customers
- Manage large amounts of incoming phone calls and outbound return calls
- Use software, like our ServiceTitan CRM, to record interactions with homeowners
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
- Follow communication procedures, guidelines, and policies.
- Routing and dispatching technicians to locations according to predetermined schedules, customer requests or immediate needs
- Building relationships with technicians to better understand what motivates them.
- Communicating with technicians and customers throughout the day via telephone, text messaging and email
- Focus on 1-call resolution whenever possible to provide our customers with a 5-star experience
Basic Position Requirements:
- Proven sales and customer support experience
- Strong phone, active listening and overall communication skills
- Familiarity with CRM systems and practices (ServiceTitan experience a plus)
- Customer orientation and ability to adapt/respond to different types of characters.
- Ability to multi-task, prioritize, and manage time effectively.
- High school diploma or equivalent
- Excellent communication skills to collaborate with others under any type of condition
- Excellent clerical and organizational skills to keep track of schedules and routes
- Knowledge of computers for scheduling and other dispatching duties
- Ability to multitask with different, and sometimes conflicting events happening at the same time
- Ability to relay information in a fast-paced environment
- Ability to be persuasive with customers when necessary
- Managing the dispatch board for cancellations and schedule changes
Job Type: Full-time
Pay: $25,000.00 - $40,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Parental leave
- Referral program
Schedule:
- 8 hour shift
- Monday to Friday
- Weekend availability
Ability to commute/relocate:
- New Haven, MI 48048: Reliably commute or planning to relocate before starting work (Preferred)
Experience:
- Dispatching: 1 year (Preferred)
Work Location: One location